Troubleshooting steps:
If you are experiencing any system glitch issues, you can follow the below steps to potentially troubleshoot the issue(s) on your end.
1) Are you using Google Chrome?
- Chrome is the most compatible with our site, so we highly recommend when accessing your account you do so from a Chrome Browser. Click here to download Chrome.
2) Have you tried Incognito mode?
- Incognito mode is an Internet browser setting that prevents browsing history from being stored. Normally, when you visit any web page, any text, pictures, and cookies required by the page are stored locally on your computer.
3) Have you cleared your cache and cookies?
- Clearing your cache & cookies clears any potential firewalls that may prevent you from successfully navigating our site. How to clear your caches and cookies for Chrome here.
4) Have you tried multiple browsers?
- If you are currently using Chrome and you are experiencing system issues, you can also try from another browser to confirm whether or not the problem persists.
- Although Chrome is the most compatible with our site, Firefox and Safari are also recommended browsers to use when attempting troubleshooting efforts.
5) Are you using the latest browser version?
- It is always best practice to update your browser version to ensure compatibility. Updating your browser addresses any bugs/fixes that have been identified and ensures that you are viewing the most updated version of our site.
6) Are you able to take a screenshot?
- If you have attempted all of the steps above and the problem still persists, please take a screenshot (with the URL included), and contact our Client Success Team.
- A screenshot allows our teams to have a holistic understanding of the issue, and allows us to deploy a resolution quicker. Please see below for steps on how to take a screenshot:
Mac:
- Press the buttons Shift-Command-4 at the same time.
- After simultaneously pushing Shift-Command-4, click and drag your mouse over the portion of your screen you’d like to capture.
- Release your mouse to take the screenshot.
Windows PC:
- Click on the window you would like to capture.
- Press the Control (CTRL) + Print Screen (PRINT SCRN) by holding down the Ctrl key and then pressing the Print Screen key.